A Place for Mom

  • Partner Relations Specialist

    Job Location(s) US-WA-Seattle
    Job ID
    # of Openings
    Customer Service/Support
  • Overview

    The Partner Relations Specialist is responsible for resolving billing and invoicing disputes while driving excellent customer support and service. The role will communicate with external customers and work across multiple internal stakeholders to mitigate losses due to irreconcilable discrepancies, while abiding by our internal policies and partner contracts.

     The Partner Relations Specialist handles all aspects of the dispute cycle. This includes conducting research to support their decisions and actions, including the gathering of information from internal/external customers and from APFM’s CRM and financial systems.  The Partner Relations Specialist is the primary point of contact for supporting customers disputing an invoice and is responsible for communicating the outcome to the customer in a professional and timely manner.

    The Partner Relations Specialist plays a key role in helping APFM grow a strong and healthy portfolio of partnered communities/agencies by retaining partners through their ability to provide excellent customer service and support.

    The Partner Relations Specialist reports to the Senior Manager of Customer Experience.


    • Primary point of contact for partners with invoice disputes.
    • Responsible for managing the dispute desk, where internal APFM employees will forward all partners with invoice disputes.
    • Handle all aspects of the dispute cycle including investigation, processing, and resolving partner disputes.
    • Respond to and evaluate requests for refunds from partners as part of our “60 Day Stay Guarantee” program.
    • Contact partners for information regarding state licensing violations and family complaints when requested by the legal team.
    • Process necessary adjustments in financial and CRM systems.
    • Prepare clear and detailed written correspondence to partners regarding dispute resolution.
    • Provide excellent timely customer service to partners, as well as to internal customers.
    • Track all disputes that are escalated to the dispute desk and generate data for tracking metrics.
    • Provide weekly and monthly reporting regarding disputes.


    • Excellent attention to details and superb organizational skills.
    • Ability to prioritize multiple responsibilities while meeting or exceeding expectations.
    • Appropriately, professionally, and respectfully communicate with professionals via phone and email.
    • Highly organized and able to effectively manage their time in a fast pace environment.
    • Proven ability to review facts and documents and then make fair and consistent decisions.
    • Ability to exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.
    • Ability to understand, explain and apply applicable laws, codes, regulations, and standards.
    • Strong computer skills necessary, including Microsoft and Google suites.


    Education Requirements

    • Bachelor’s degree required



    The position is an hourly, non-exempt position.                                  



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